• 10-Mar-2019 to Until Filled (CST)
  • Client Experience
  • Creve Coeur, MO, USA
  • Full Time

full benefit package, onsite workout facility, personal trainers, weekly yoga classes, weekly catered meals, monthly massages, casual work environment

Summary of Position:

The Client Experience Technical Manager (CXTM) serves as the primary point of contact for multiple Zelis Client Experience clients who have already been implemented for processing of claims communications and ID cards. The CXTM is responsible for assisting the client with the successful processing of Zelis services check and EOB printing, payment processing, and ID card and enrollment materials printing. He or she performs day to day functions of managing the account and customer service, and makes decisions on how to approach projects for best results.

Duties & Responsibilities Technical CX Manager: Level 1--

    • Maintain a high level of customer service and satisfaction on all accounts by identifying barriers; providing resolutions and solutions through customer education, employee education, and coordination with client and internal resources.
    • Train client to perform self-service program administration.
    • Work as the Client Advocate to all Zelis Departments, by assisting Clients in all aspects of their business with Zelis Client Experience
    • Understand: healthcare industry knowledge, claims communication and ID card production as well as data and how it translates to produce client materials.
    • Troubleshoot production problems...
      • For ID cards and enrollment materials related to print production
      • For checks and EOB understand the print production related to claims communications (Explanation of Benefits, Letters, Invoices, etc)
    • Understand clients technical system, software and current process for print and electronic communications or enrollment materials
    • Conduct periodic interaction with client's staff to maintain excellent customer service, conduct conference calls with clients as required
    • Apply technology and Zelis product knowledge to address client needs
    • Keep Division Manager informed of activities, alerting of any issues promptly
    • Perform basic customization of the explanation of benefits, ID cards, and payments
    • Follows established HIPAA, Compliance & Security policies


Duties & Responsibilities Technical CX Manager: Level 2--

  • Same duties and responsibilities as Technical CX Manager: Level 1, plus,
    • Review, troubleshoot, and/or investigate basic issues generated by other Technical CX Manager
    • Take on management of complex clients
    • Understand how Zelis issues provider ACH/835 enrollment, print production, virtual card, and ACH payment delivery
    • Participate in root cause analysis discussions
    • Capable of working through issues independently, using the resources available
    • Assist in mini-training sessions for new employees
    • Perform extensive customization of the explanation of benefits and checks or ID cards
    • Write detailed instructions to IT for data modifications, based on clients requests
    • Represent Zelis on client visits, supported by division manager or Director
    • Sell additional Zelis product to existing clients (ie. Episodic, Provider Payment Scheduler, Reprints, Mobile App, etc.)
  • Typical expected background to perform Technical CX Manager: Level 2 would be 1 year in Zelis Client Experience or equivalent

Duties & Responsibilities Lead Technical CX Manager: Level 3--

  • Same duties and responsibilities as Technical CX Manager: Level 2, plus,
    • Review, troubleshoot, and/or investigate complex issues generated by other TCXM's
      • Provide specialized technical support to users (both client users & internal users), and is effective in oral and written communication skills to explain technical situations, present information, and provide training.
    • Mentor other teammates through issues and supplemental implementations (such as new data feed, new line of business, new data translation/FITS, assisting in writing to Format 001)
    • Conduct internal training courses
    • Take on management for multifaceted, complex clients
    • Lead small project teams of Zelis CX personnel to resolve complex, long range client issues
    • Prepare, coordinate, and lead on-site client meetings with support of Division Manager and/or Director
    • Collaborate with Business Development/Sales
    • Conduct CX Pulse meetings to facilitate movement of issues to IT
    • Hold weekly office hours for CX team to bring complex questions for discussion and resolution
    • Work with Division Managers to report weekly happenings for CX to Executive Management
    • Resourced as a subject matter expert to support product development, and work with development on future enhancements, including but not limited to: user interface, design sessions, unit testing
    • Double check complex rules/settings in DOCS
    • Assist in ePay testing with vendors
    • Perform onboarding training for new TCXM's
    • Provide timely feedback to Division Manager regarding concerns and/or successes of individuals
  • Typical expected background to perform Lead Technical CX Manager: Level 3 would be 2-4 years in Zelis Client Experience or equivalent

Duties & Responsibilities Lead Technical CX Manager: Level 4--

  • Same duties and responsibilities as Lead Technical CX Manager: Level 3, plus,
    • Assist IT with the definition and test of complex new features
    • Take on management for jumbo sized, multifaceted complex clients
    • Write detailed instructions to IT for data translations and enhancements
    • Lead small project teams of Zelis CX personnel to resolve complex, long range client issues
    • Potential represent Zelis CX alone in person in front of medium, large, and x-large sized clients
  • Typical expected background to perform Lead Technical CX Manager: Level 4 would be 3-5 years in Zelis Client Experience or equivalent

Professional and Interpersonal Skills:

  • Client/Customer Focus Makes customers and their needs a primary focus of one's actions; develops and sustains productive customer relationships. Seeks to understand and educate customers; builds collaborative relationships and takes action to meet their needs and concerns.
  • Communication Communicates accurately, honestly and effectively, both in oral and written form; practices active listening. Clearly conveys information and ideas through a variety of media to individuals and groups in a manner that engages the audience and helps them understand the information.
  • Team Success Actively participates as a member of a team to move the team toward the completion of goals.
  • Problem Analysis & Solving Uses sound or logical judgment to spot and analyze problems; develops alternative solutions and initiates action. Proactively identifies complex problems; identifies, proposes and implements solutions in a deadline driven environment.
  • Initiative Highly motivated to take prompt action to accomplish objectives; strives to achieve goals beyond what is required; proactive. Responds quickly; takes action and goes above and beyond.
  • Planning and Organizing Establishes courses of action for self and others to ensure that work is completed efficiently. Able to prioritize, determine tasks, create schedules, leverage resources and stays focused.
  • Living the Vision and Values Keeps the company's vision and values at the forefront of decision-making and action.

Education and Experience:

  • High School diploma or equivalent GED required, BS or BA degree preferred, Computer Science degree a plus
  • 2-3 years in Healthcare Industry experience preferred
  • SQL Database experience a strong plus
  • Previous Customer Service experience preferred
  • Proficiency with computer and applicable software packages, including Microsoft Office products - Outlook, Word, Excel, Internet and E-mail
  • Basic data skills including ability to use text editors
  • Understand and utilize web based applications for project management and client business to business applications


Physical Factors:

  • Sitting at desk or meetings, or standing for long periods of time
  • Occasional travel required
  • Work long hours and flexible schedule when needed
  • Use standard office equipment
  • Apply Now

  • * Fields Are Required

    What is your full name?

    How can we contact you?

  • Sign Up For Job Alerts!